Latest Contact Center Best Practices

Sep 23

How to Facilitate PCI Compliance in Your Call Center

Posted by Rachel Brink on Sep 23, 2016 11:29:35 AM
pci-dss-compliance-call-center.jpg

In today’s digital economy where millions of transactions are occurring at any given moment, it is absolutely critical that businesses and vendors maintain the most stringent security measures to protect their customers’ payment card information. Which is why the major credit card institutions (American Express, Discover, MasterCard, Visa, JCB International) created the PCI Security Standards Council in 2006, outlining a number of rules and regulations businesses and vendors should follow in order to prevent potential breaches. But for businesses and call centers collecting sensitive payment information over the phone, what measures should be taken to protect their customers and maintain PCI compliance?

Read More

Topics: pci compliance, call center compliance, call center security, PCI

Oct 22

Is the Predictive Dialer Dead?

Posted by Guillaume Seynhaeve on Oct 22, 2014 9:01:00 AM

The emergence of Predictive Dialing has revolutionized the way contact centers perform outbound campaigns. What was once a tiring, manual, and inefficient task, can now be fully automated and maximized. In fact, contact centers have enjoyed a 50% increase in sales, 100% growth in profits, and 400% improvement in agent productivity since the introduction of predictive dialer platforms. But despite being the ideal solution for outbound campaigns, predictive dialers have faced substantial scrutiny and restrictions in recent years, requiring users to proceed with extreme caution.  So are the days of the predictive dialer numbered?

Read More

Topics: call center, contact center, predictive dialer, DNC compliance, pci compliance, tcpa, preview dialer

Sep 26

PCI Compliance: The Vault in the cloud.

Posted by David Rastatter on Sep 26, 2013 3:02:00 PM
Read More

Topics: customer service, cloud based, call center, crm integration, contact center, customer support, pci compliance

Nov 18

Is Your Cloud Contact Center Solution Really PCI Compliant?

Posted by Raj Sharma on Nov 18, 2012 12:10:00 PM

If you are taking credit card orders; or, if your customer service reps are exposed to your customers' credit card information, chances are you will have to take a real hard look at your contact center vendor and your processes to be PCI compliant. 

Read More

Topics: contact center software, crm integration, Inside sales, pci compliance